Help Desk Analyst
Department: IT
Employment Type: W2, Full-Time, non-exempt
Reports To: Max Fonda, Supervisor, Systems Engineer
Location: On Site, Clearwater, Florida
About Clarifying
Clarifying is a modern insurance distribution agency built to make insurance simpler, faster, and more affordable. We support agents and clients across Life, Medicare, and ACA Marketplace coverage, combining responsive service, operational discipline, and scalable processes to reduce friction and keep business moving.
Job Summary
We are seeking a motivated and customer-focused Help Desk Analyst to join our internal IT team. This is an in-office position supporting employees across the organization by providing timely, high-quality technical assistance through our ticketing system.
The ideal candidate has 1–2 years of experience in an IT help desk, strong troubleshooting abilities, excellent communication skills, and experience supporting macOS devices in a business environment. This role is well-suited for someone who enjoys working directly with end users and takes pride in delivering exceptional customer service.
Responsibilities
- Provide Tier 1 and Tier 2 technical support to employees through ticket requests. Troubleshoot and resolve hardware, software, peripheral, and mobile device issues. Install, configure, and support macOS computers and related hardware. Enroll, configure, and manage company-owned devices using Microsoft Intune. Assist with workstation deployments, new hire onboarding, employee offboarding, and hardware provisioning. Maintain inventory of laptops, desktops, monitors, accessories, and other IT assets. Escalate complex issues to senior IT staff while providing thorough documentation of troubleshooting performed.
Required Qualifications
- 1–2 years of experience in an IT Help Desk, Desktop Support, or break/fix environment. Highschool Diploma/GED Experience supporting macOS devices in a professional environment. Working knowledge of Microsoft Intune for device enrollment and management. Strong troubleshooting skills across hardware, software, operating systems, and peripheral devices. Excellent verbal and written communication skills. Strong customer service skills with the ability to communicate technical concepts clearly to non-technical users. Experience working within a ticket management system, preferably Zendesk. Ability to prioritize multiple support requests while maintaining attention to detail. Self-motivated, organized, and dependable.
Preferred Qualifications
- Experience supporting Microsoft 365 and cloud-based business applications. Familiarity with Microsoft Entra ID (Azure Active Directory). Experience supporting iOS devices. Knowledge of endpoint security tools and device compliance policies. CompTIA A+, Apple Certified Support Professional (ACSP), or similar certifications are a plus.
What We're Looking For
- A positive, team-oriented professional who enjoys helping others solve technical problems. Strong analytical and troubleshooting skills with a proactive approach to issue resolution. Someone who takes ownership of their work and follows issues through to completion. Excellent organizational skills and the ability to manage competing priorities. A commitment to providing an outstanding support experience for employees.
Pay: $26.40 - $26.50 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Work Location: In person
